The study conclusions come from a satisfaction survey carried out with 4,085 Metropolitano de Lisboa (ML) customers, between October and November 2021.
"The satisfaction index of Metropolitano de Lisboa customers increased in 2021 to the highest value ever. The rise to 7.78 points, on a scale of 0 to 10, means a positive variation of 3.46 percent compared to 2020. A positive variation that has been increasing significantly over the last few years", the survey reveals.
According to the study, conducted by consulting firm Nielsen, "the results show a generalised increase in satisfaction" of customers "in all components of the service provided".
"The service components 'Information provided', 'Comfort' and 'Accessibility' are those that obtained the highest values in the evaluation made by Metro clients. The 'Service Offer', 'Time' and 'Safety' were the components most valued by our clients", concludes the study.
Another aspect that satisfied most ML users was the procedures adopted during the Covid-19 pandemic period, with 59 percent of those questioned evaluating the globality of these measures with the three maximum marks in the survey (8 to 10).
"Overall, the results indicate that the customer values a fast and efficient means of transport, which provides a service with all the safety conditions. In this field, the results show that there is a frankly positive 'Safety Feeling' both inside the train and at the station/boarding platforms. The good connections between Metropolitano de Lisboa lines with other means of transport were also especially highlighted in a positive way", one can also conclude.
On the other hand, in what concerns suggestions from the users for the improvement of the service, the most important are the reduction of waiting time, the increase of surveillance and the frequency of the trains.